GENERAL TERMS AND CONDITIONS OF USE OF BLOOM SERVICES

GENERAL TERMS AND CONDITIONS OF USE OF BLOOM SERVICES


Update: 25.03.2025


Preamble


These General Terms and Conditions of Use ("T&Cs") govern the access, use and operation of virtual and physical Mastercard prepaid card services offered by Firstcom Global Payments SA, a public limited company with a board of directors, with a share capital of 100,000,000 FCFA, whose registered office is located at Cocody Riviera Golf 4, Cité Laguna Golf, Complexe Laguna Gate, 25 BPM 1033 Abidjan 25, registered with the Trade and Personal Property Credit Register (RCCM) of Abidjan under number CI-ABJ-03-2024-B14-00044 (hereinafter referred to as "Firstcom"), under the trademark " Bloom ".


Bloom cards are issued on the basis of a partnership and distribution agreement for co-branded Mastercard cards concluded between Firstcom Global Payments SA and Guaranty Trust Bank Côte d'Ivoire (GT Bank CI), a public limited company under Ivorian law, approved as a banking institution under the supervision of the Central Bank of West African States (BCEAO), headquartered in Abidjan, Côte d'Ivoire.


The Bloom Client is invited to read this agreement carefully and to consult our privacy and personal data processing policy before starting to use the Application.


Firstcom Global Payments SA is committed to providing quality service and protecting the privacy and security of your personal information. If you have any questions or concerns about this Agreement or our Privacy Policy, please feel free to contact us at compliance@bloomcard.app or support@bloomcard.app email address .


By using the Bloom App and Services, you agree to the terms and conditions set forth in this Agreement.


1. Definitions


· Acceptance of Agreement. Act by which the Client or User acknowledges having read, understood and accepted the terms and conditions of the Contract without reservation, by ticking the box provided for this purpose when registering on the Bloom Application.


· Bloom app. Digital platform developed by Firstcom Global Payments SA, accessible via mobile (iOS, Android) or web, allowing the issuance, purchase, personalization, sending and management of Mastercard prepaid cards and digital gift cards.


· Partner Bank. Authorised banking institution that has entered into a partnership agreement with Firstcom Global Payments SA for the issuance, management or distribution of prepaid cards, in compliance with applicable regulatory requirements. The Partner Bank can also play a role in the issuance of electronic money.


· BloomChat. Messaging functionality integrated into the Bloom App allowing Users to exchange with each other, in particular about sending or receiving gift cards.


· Gift Card. Mastercard prepaid card, personalised with a visual and a message, issued at the request of a User and sent to a third party (the beneficiary) via an electronic link. The card is activated by the beneficiary after creating a user account and identity verification (KYC).


· Prepaid card. Mastercard payment card, virtual or physical, issued with an amount determined by the Customer, not linked to a bank account, allowing payments or withdrawals to be made within the limit of the available balance.


· Customer or User. Any natural or legal person who uses the Bloom Application to access the services offered, in particular the creation, top-up, sending or use of prepaid cards and/or digital gift cards.


· Contract. All the terms and conditions defined in these General Terms and Conditions of Use, governing the contractual relations between Firstcom Global Payments SA and the Client.


· Electronic Consent. Formal and legally valid agreement given by the Client via an electronic action (e.g. ticked box, validated button), by which he/she accepts these General Terms and Conditions of Use.


· Copy of Agreement. Digital version of the Agreement transmitted to the Client electronically (e-mail or download), serving as a legal reference for any further consultation or complaint.


· ATM (Automatic Cash Machine). Electronic device allowing the User to withdraw cash from their Prepaid Card, within the authorised limits and subject to availability.


· Service Fee. Commissions charged by Firstcom Global Payments SA or its partners on certain transactions carried out via the Bloom App, including the purchase, top-up or use of cards.


· GIM UEMOA (Groupement Interbancaire Monétique de l'UEMOA). A regional structure that brings together WAMU member banks and financial institutions with a view to harmonizing electronic payment transactions and ensuring the interoperability of cards and terminals.


· KYC (Know Your Customer). Mandatory identity verification process, required by banking regulations, aimed at identifying and authenticating the User when registering or activating a card. This process helps to combat money laundering and terrorist financing (AML/CFT).


· NFC (Near Field Communication). A short-range contactless communication technology, allowing a compatible terminal (e.g. smartphone) to transmit data to another device to make a quick payment.


· Card Limits. Limits set on the amounts that can be loaded, spent or withdrawn using a Prepaid Card, in accordance with the applicable regulations and contractual conditions.


· Relay points. Physical spaces approved by Firstcom Global Payments SA for the sale, distribution or withdrawal of physical cards or for user support.


· Privacy Policy. Document defining the commitments of Firstcom Global Payments SA in terms of the collection, processing, storage, security and sharing of Users' personal data, in compliance with the applicable legislation.


· QR Code (Quick Response Code). Two-dimensional barcode that can be scanned via a smartphone or terminal, allowing access to information, services or to initiate a transaction on the Bloom App.


· Tap to Pay. A feature that allows you to make an instant payment by holding an NFC-enabled card or device close to a payment terminal, without inserting or entering a code.


· POS (Electronic Payment Terminal). A device used by merchants to accept credit card payments, including Bloom prepaid cards, at physical points of sale.


2. Current regulations



· Uniform law on banking regulation. Text adopted by the Member States of the West African Monetary Union (WAMU), which establishes the common legal principles governing the exercise of banking activity. It lays down the conditions for authorisation, the obligations of credit institutions, the prudential management standards, as well as the banking supervision rules applicable in the WAMU area.


· Instruction No. 008-05-2015 of the BCEAO. Instruction issued by the Central Bank of West African States (BCEAO) on the conditions and modalities for the exercise of the activities of electronic money issuers in WAMU member states. In particular, it provides a framework for the obligations of security, internal control, management of the funds collected, the fight against money laundering, and the verification of the identity of customers.


· Law No. 2016-992 of 14 November 2016. Ivorian law on the fight against money laundering and the financing of terrorism (AML/CFT). It imposes strict obligations on financial institutions and payment service providers in terms of customer due diligence, suspicious transaction reporting, data retention and cooperation with supervisory authorities.


· Law No. 2013-450 of 19 June 2013. Law of the Republic of Côte d'Ivoire on the protection of personal data. It provides a framework for the collection, processing, storage and transfer of personal data, imposes transparency and security obligations, and recognises users' rights of access, rectification and opposition.


· Instruction No. 001-01-2024 of the BCEAO. Instruction governing the conditions for the exercise and approval of Payment Service Providers (PSPs) in WAMU. It defines the categories of PSPs, the conditions for issuing an authorisation, the organisational rules, the obligations in terms of security, risk management, KYC, as well as the reporting and supervision requirements by the monetary authorities.


3. Privacy Policy & Personal Data Processing


The privacy and security of your personal data is very important to us. This Privacy Policy is intended to inform you about how we collect, use, share and protect your personal data.


We invite you to refer to the specific document available in the app to view our complete and detailed privacy policy. This document covers the following topics:


  1. The types of personal data we collect from you.
  2. The purposes for which we use your personal data.
  3. The legal bases we rely on to process your personal data.
  4. How we share your personal data with third parties.
  5. Your rights as a user regarding your personal data, including the right to access, rectification and deletion.
  6. The security measures we put in place to protect your personal data from unauthorized access or disclosure.


We encourage you to take the time to read our Privacy Policy carefully in order to fully understand your rights and our data protection commitments.


4. Conditions of access to Bloom services


Prerequisites for accessing the service


To benefit from Bloom services, the user must meet the following conditions:


  • Be a natural person who is at least 18 years old on the date of subscription.
  • Have an active mobile phone number registered with a mobile phone operator in Côte d'Ivoire or abroad.
  • Have the legal capacity to contract, in accordance with the provisions of the Ivorian Civil Code.
  • Hold a valid official identity document (national identity card, biometric passport, biometric driver's license) in accordance with the BCEAO's regulatory requirements for identification and combating money laundering and the financing of terrorism (AML/CFT).


Creation of the Bloom user account


The creation of a user account is done exclusively via the official Bloom mobile application available on the Google Play Store (Android) and Apple App Store (iOS) platforms or on the www.bloomcard.app website.


The user must follow these steps:


  • Download and install the Bloom mobile app.
  • Click on the "Register" option and fill in the following information:


  • Full name (Name and surname as appearing on the identity document).

  • Valid mobile phone number.

  • Active personal email address.

  • Create a secure personal password.


  • Verify the email address and mobile phone number via an OTP code sent via SMS or email.


Identity verification (KYC – Know Your Customer)


In accordance with the regulations in force of the BCEAO and international requirements for the fight against money laundering and the financing of terrorism, the user is subject to a mandatory identity verification called the KYC ("Know Your Customer") procedure.


This procedure involves:


  • Electronic transmission via the Bloom mobile application of a photo or scan of a valid official identity document (biometric national identity card, biometric passport, biometric driver's license).
  • Taking a selfie (photo of the user's face) via the functionality provided for this purpose in the application, for biometric verification and matching with the ID provided.


Firstcom reserves the right to request any additional documentation to confirm the identity of the user, their domicile or the origin of the funds deposited.


Activation of the Bloom account and services


The final activation of the Bloom account takes place once the KYC procedure has been validated. Firstcom will notify the user by confirmation via email and/or SMS of the effective activation of the account and full access to the services.


As long as the KYC procedure is not validated, access to services will be limited in accordance with the regulatory thresholds set by the BCEAO.


Responsibility of the user for the information provided


The user undertakes to provide accurate, authentic and complete information when registering and throughout the duration of his use of the service. It also undertakes to update this information whenever necessary.


Firstcom accepts no liability for errors or omissions due to negligence or incorrect information provided by the user. Any false statement may result in immediate suspension or permanent closure of the account.


Refusal of registration or account closure by Firstcom


Firstcom reserves the right, without any obligation to provide any justification, to refuse any registration or to close any user account, in particular in the following cases:


  • Failure to comply with these Terms of Use.
  • Suspicion of fraudulent or illegal activities.
  • Failure of the KYC verification procedure after several attempts.
  • Transmission of false, misleading or incomplete information.


The user will be informed of this decision by electronic notification (SMS, email or via the Bloom app).


Temporary suspension of service


Firstcom may temporarily suspend access to the service in the following cases:


  • Proven breach or suspicion of fraudulent use.
  • In the event of suspicious or unusual transactions reported by internal control tools or by the competent authorities.
  • Technical maintenance or improvement of the computer system, notifying users in advance except in the event of a proven emergency.


Access to Complementary Services


Certain specific services offered by Bloom may be subject to specific additional terms (e.g., obtaining a physical card or Premium services), which will be communicated to the relevant users via the Bloom app.


The user expressly accepts these additional terms by subscribing to these specific services.


5. Features of Bloom Cards


The cards issued as part of Bloom services are available in several categories with specific uses:


1. Types of cards offered


  • Bloom Prepaid Card (physical or virtual)


Reloadable Mastercard, usable nationally and internationally for payments and withdrawals, within the limit of the available balance. It allows:


  • Online purchases (e-commerce) and physical stores

  • Contactless payments (NFC)

  • Withdrawals from Mastercard-compatible ATMs


  • Bloom virtual gift card


A virtual card with a fixed or variable amount, customizable, intended to be offered. It can only be used for payments (no withdrawals) and is not rechargeable. It can be:


  • Sent instantly via email or messaging (WhatsApp, etc.)

  • Used online at all sites that accept Mastercard


2. Built-in features


  • International Acceptance Network : Bloom cards work in more than 210 countries at more than 70 million points of sale.
  • Secure online payment : thanks to 3D Secure authentication (Mastercard SecureCode).
  • Recharge via Mobile Money : cards can be topped up via partner mobile wallets (Orange Money, MTN, Wave, Moov).
  • Personalization : images, texts, personalized messages on virtual gift cards.
  • Easy sharing : Ability to gift a card to one or more recipients, with real-time notification.


6. Features of the Bloom app


The Bloom mobile app offers a comprehensive and intuitive platform for its users to access a variety of innovative, secure financial services tailored to their daily needs. The main features offered by the app are as follows:


Simplified creation and management of Bloom prepaid cards. The user can easily create, purchase and manage their Mastercard prepaid cards (virtual or physical) directly from their smartphone. The issuance process is fast, secure, and fully automated.


Advanced virtual card customization. Bloom allows each user to personalize their virtual gift cards:


  • Selection of an exclusive design from the in-app catalog;
  • Personalized creation with photos, images and texts to be downloaded directly from the smartphone;
  • Possibility to add a personalized message to the beneficiary.


Instant digital gift card delivery. Bloom makes it easy to create and instantly send virtual gift cards to any beneficiary, through:


  • WhatsApp, email or directly via the Bloom app;
  • Scheduling card shipments at a later date for birthdays or special events.


BloomChat: Built-in instant messaging and money transfer


  • Built-in messaging allowing users (called "Bloomers") to exchange instantly;
  • Immediate and free money transfer between users directly from the chat;


Group Gifting. Bloom offers a unique group gifts feature, allowing you to:


  • Create a gift card with multiple contributors;
  • Define a total amount that will be divided equally among all invited participants;
  • Automatically send each contributor a link to pay their share via the application;
  • Forward the final gift card to the recipient once all contributions have been received.


Easy and fast reloads of Bloom cards. Various charging methods can be accessed directly from the Bloom app:


  • Instant top-up by mobile money (Orange Money, Moov Money, MTN Money, Wave), debit/credit card;
  • Cash top-up possible at approved Bloom pick-up points.


Bloom Premium Membership. Bloom offers a Premium monthly subscription for 1000 FCFA/month giving access to:


  • Exclusive benefits and discounts from Bloom-affiliated merchant partners;
  • Personalized and priority services for an optimized customer experience.
  • Cancellation or reduction of monthly fixed fees.


7. Pricing conditions


Bloom's pricing conditions are as follows:


  1. Fees & Commissions :


The fees for the service are clearly indicated on the Bloom app:


  • Virtual card issuance: Free
  • Physical card issuance: 5000 FCFA (outside the promotional rate)
  • Gift card issuance: 3% to 5% service fee
  • Top-up via Mobile Money: Variable fees depending on the operator from 1% to 2%
  • Topping up by credit card or Point Relais: maximum commission of 1.5%
  • ATM withdrawal fees: Free in GT Bank ATMs, 500 FCFA per transaction on the GIM UEMOA network, 2750 FCFA per transaction on other networks and internationally
  • Payment fees by POS in Côte d'Ivoire: Free
  • International and Web: For payments made internationally or online, a 2.5% fee is applied.
  • Insufficient Funds Fees. In the event of a transaction rejected for insufficient funds, a fee of 500 FCFA is applied.
  • PIN Reset. If you need to reset your PIN, a fee of 500 FCFA is applied.
  • Monthly Management Fee. A monthly management fee of 500 FCFA applies.


These fees may be waived or refunded by Firstcom based on specific promotional offers.


  1. Fee Transparency :


(a) The card purchase fee is transparent and clearly indicated during the card reload process, allowing customers to know the total cost of the transaction before confirming the transaction.


(b) At the time of validation of the transaction, prior to payment, the Bloom App presents a screen detailing the value of the card purchased and the amount of fees charged by Bloom.


  1. Confirmation de la Transaction :


(a) Before proceeding with the payment, the Customer is requested to check and confirm the details of the transaction, including the amount of the fees, to ensure that they fully understand the applicable fees.


(b) By confirming the transaction, the Client expressly accepts the fees levied by Bloom for the service provided.


  1. Payment of Fees :


(a) The fees levied by Bloom are automatically deducted from the total amount of the transaction at the time of payment.


(b) Customer is responsible for paying all applicable fees related to the use of Bloom's services.


  1. Fee Changes :


(a) Bloom reserves the right to change fees and commissions at any time, subject to reasonable notice to clients.


(b) Changes will be communicated to customers via the communication channels designated by Bloom.


8. Use and Limitations of Bloom Cards


Card limits determine the maximum transaction and load limits for each card type. These ceilings are set in accordance with the regulations in force and may be subject to adjustment depending on the information provided by the Client or regulatory developments. Transactions require the entry of the personal PIN or an OTP sent to the user. Online payments are secure thanks to 3D Secure (Mastercard SecureCode). When making a purchase, the user must validate the transaction by entering an OTP (One-Time Password) code received by SMS and/or WhatsApp, guaranteeing enhanced protection against fraud.


  • Maximum authorized balance: 2,000,000 FCFA per card.
  • Monthly reload total: up to 10,000,000 FCFA.
  • Recharge limit per transaction: 2,000,000 FCFA per transaction, limited to 3,000,000 FCFA per day, in a maximum of 5 operations.
  • Local ATM withdrawals: up to 2,000,000 FCFA per day, 400,000 FCFA maximum per withdrawal, 5 withdrawals per day maximum.
  • International ATM withdrawals: 1,200,000 FCFA per day, 400,000 FCFA per transaction.
  • Payments by POS (international): up to 3,000,000 FCFA per day, maximum 1,000,000 FCFA per transaction, 20 transactions per day maximum.
  • Online payments: capped at 3,000,000 FCFA per day, maximum 1,000,000 FCFA per transaction, 20 daily transactions.


9. Validity Period of the Cards


Virtual cards. Virtual cards are valid for a period of one (1) year from the date of issue. After this time, the card will automatically expire and can no longer be used to make purchases.


Virtual Gift Cards. Virtual Gift Cards are valid for a period of three (3) months from the date of issuance. After this time, the card will automatically expire and can no longer be used to make purchases.


Physical Cards. Physical cards are valid for three (3) years from the date of issue. At the end of this period, the card will be deactivated and can no longer be used to make payments.


It is the Customer's responsibility to ensure that they use their card within the specified period of validity. After this time, the card will automatically expire and can no longer be used.


10. Notifications


The Bloom App Customer may receive several types of notifications to inform them about various events and activities related to their account and use of payment services. Here is a description of the main notifications a user can receive:


· Transaction Confirmation. The Client will receive a notification whenever a transaction is successfully completed from their account. This notification will confirm the details of the transaction, such as the amount, recipient, and date.


· Card Top-Up Notification. When a user tops up their gift or prepaid card through the Bloom app, they will receive a notification to confirm that the top-up has been completed successfully and the funds have been added to their card.


· Security Alerts. In the event of suspicious activity on the Customer's account or unauthorized access attempts, security alert notifications may be sent to inform the Customer of the situation and request the Customer to take appropriate action.


· Balance Notifications. Users can receive periodic or on-demand notifications about the available balance on their account or on their gift or prepaid cards.


· Security Alerts. In the event of a change in security settings or significant changes to the Customer's account, security alerts may be sent to inform the Customer of such changes and ensure the security of the Customer's account.


· Promotions and Special Offers. Customer may also receive notifications regarding promotions, special offers, or new products offered by Bloom or its business partners.


· Customer Service Notifications. In the event of a complaint, support request or follow-up request, the Customer may receive notifications from customer service to inform them of the status of their request and the actions taken to resolve it.


11. Obligations and Responsibilities of the Parties


Obligations and Responsibilities of Firstcom


  • Transaction Security. Firstcom is responsible for implementing robust security measures to protect user transactions from any attempted fraud, identity theft, or unauthorized access. This includes the use of advanced encryption technologies, firewalls, and fraud detection systems to ensure that sensitive user information is kept safe.
  • KYC (Know Your Customer). Firstcom implements rigorous KYC procedures to verify users' identities and prevent money laundering, terrorist financing, and other illicit activities. This involves collecting and verifying user credentials, such as government-issued IDs and proofs of address, in accordance with current regulations.
  • Data Privacy. Firstcom guarantees the confidentiality and protection of users' personal data in accordance with data protection laws and regulations. This includes implementing policies and security measures to prevent unauthorized access to or disclosure of user information.
  • Communication to Regulatory and State Authorities. Firstcom cooperates with the relevant regulatory and state authorities by providing them with all necessary information about its activities, policies and compliance procedures. This may include submitting regular reports, responding to requests for information, and participating in compliance audits.
  • Duty of Vigilance and Alert. Firstcom has a constant duty of care to detect and report any suspicious or non-compliant activity.
  • Access to Data. Firstcom authorizes the partner bank and regulatory authorities to access the platform and user data for compliance checks and regulatory investigations. This ensures full transparency and effective oversight of payment activities carried out through the Bloom app.
  • Customer service. Firstcom implements an efficient and accessible customer service to respond to users' questions, concerns, and complaints regarding payment services.
  • Handling Complaints. Firstcom is obliged to handle all user complaints with diligence, impartiality and transparency.
  • Data Recording and Retention. Firstcom is responsible for the registration and retention of user data for a minimum period of 5 to 10 years, in accordance with the regulations in force.


Obligations and Responsibilities of the Client:


Users of the Bloom app also have obligations and responsibilities that they must comply with when using the payment services.


  • Compliance with Terms of Use. Users should carefully read and agree to the terms of use of the Bloom app before starting to use it. They must comply with all rules, policies and guidelines established by Firstcom Global Payments SA and the partner bank in connection with the use of the payment services. Users
  • Use of Maps. The user of the Bloom Card is fully responsible for its use. He assumes all the consequences of the operations undertaken with his card, as long as he has not formulated an objection to it. It is important to note that any payment order given by means of Bloom cards is irrevocable, which implies that the user cannot contest its validity once the transaction has been completed. Accordingly, it is the responsibility of the user to protect their card and associated information to prevent fraudulent or unauthorized use.
  • Identity Verification (KYC). Users must provide accurate and up-to-date credentials when signing up for the Bloom app. They must cooperate with the payment service provider to go through the identity verification (KYC) process required to access certain features or to increase transaction limits.
  • Legal Use. Users must use the payment services in a lawful manner and in accordance with applicable laws and regulations. They must not use the Bloom app for fraudulent, illicit or unethical purposes.
  • Credential Protection. Users are responsible for the confidentiality and security of their credentials, such as their password and PIN. They must not share their credentials with third parties and must take steps to prevent unauthorized access to their account.
  • Reporting Suspicious Activity. Users must report any suspicious or unauthorized activity on their account or any suspected violation of the Bloom App Terms of Service. They should contact the payment service provider's customer service immediately to report any issues or concerns.
  • Responsible Use of Prepaid Cards. Users must use Mastercard Virtual Prepaid Cards responsibly and in accordance with the established Terms of Use. They must respect transaction limits and not make fraudulent or abusive transactions.
  • Cooperation with Customer Service. Users must cooperate with the payment service provider's customer service to promptly resolve any issues or concerns related to the use of the payment services. They should provide accurate and complete information to facilitate the problem-solving process.
  • Compliance with Claims Deadlines. Users must submit any claim or dispute within the time limits specified by the payment service provider. They must provide all the necessary evidence and information to support their complaint and facilitate its review by the payment service provider.


12. Risks and Precautionary Measures


The Client acknowledges the risks inherent in the use of the payment services and undertakes to observe the prudent measures recommended by the Service Provider to limit these risks.


Risks of using the payment service:


· Fraud. Potential for fraud related to unauthorized use of payment information or fraudulent transactions.


· Theft or Loss of Card. Risk of theft or loss of the payment card, resulting in unauthorized access to the Customer's funds.


· Misuse. Risk of the payment card being misused by third parties.


· Cyberattacks. Risk of cyberattacks that may compromise the security of the Client's information or transactions carried out via the application.


Precautionary Measures to Observe:


· Protection of Information. The Customer must ensure that it protects its payment information, including login credentials and credit card data, by avoiding sharing it with third parties and by using complex passwords.


· Transaction Monitoring. The Customer is encouraged to regularly monitor their transactions for any suspicious or unauthorized activity and to immediately report any issues to the App's customer service.


· Blocking in Case of Theft or Loss. In the event of theft or loss of the payment card, the Customer must immediately contact customer service to block the card and avoid any fraudulent use.


· Secure Use of the App. Customer must ensure that they use the Bloom App on secure devices and do not disclose their credentials to untrusted sources.


· Enable Fail-Safe. The Bloom app offers built-in security features such as the ability to block the card in case of theft or loss. Customer is encouraged to enable these features to enhance the security of their account.


13. Article 19: Licenses & Intellectual Property Rights


Licences :


· By agreeing to the terms of this Agreement, Customer acknowledges and agrees that any software, applications, content, or other materials provided by Bloom as part of the Service are protected by intellectual property rights, including but not limited to copyrights, trademarks, and patents.


· Bloom grants Customer a limited, non-exclusive, non-transferable license to use the software and content provided as part of the Service, solely for the purpose of accessing and using the Service in accordance with the terms and conditions of this Agreement.


· Customer agrees not to reproduce, modify, distribute, publicly display, publicly perform, transfer, or otherwise exploit the software, application, content, or other materials provided by Bloom, except as expressly permitted by Bloom or to the extent permitted by applicable law.


Intellectual Property Rights :


· Customer acknowledges that Bloom is the sole and exclusive owner of all right, title, and interest in and to the Service, including but not limited to the intellectual property rights associated with the Service, except as otherwise expressly provided in this Agreement.


· No right, title or interest in the Service or in any intellectual property rights associated with the Service is transferred to Customer except as expressly provided in this Agreement.


· The Client agrees to respect all of Bloom's intellectual property rights and not to contest the validity or ownership of such rights.


Use of the Mark :


· Unless otherwise agreed to in writing by Bloom, Customer agrees not to use Bloom's name, logo, or other trademark in any manner that could cause confusion as to the origin of the service or that could disparage or discredit Bloom.


· Bloom reserves all rights to its trademark and reserves the right to take legal action to protect its intellectual property rights.


14. Cancellation and Refund Terms


Opposition :


· The payment order given by means of the card is irrevocable. Only objections expressly motivated by the loss or theft of its personal identifiers, the hacking of its equipment, or any other fraudulent act allowing an unauthorised use of its card, as well as the fraudulent use of the card or data related to its use, are admissible by Bloom.


· The Client must declare as soon as possible the loss, theft or fraudulent use of the card or its personal identifiers. This declaration must be made during business hours by Bloom's Customer Support, with all supporting documents for the opposition request, and no later than within 48 hours.


· Filing a Police Complaint: In the event of theft of the Bloom cards at the same time as the mobile phone, the Customer is also invited to file a complaint with the competent authorities, usually the local police. A copy of the police report may be requested by Bloom to process the objection request.


· Bloom is committed to implementing secure procedures to enable Clients to report incidents in a timely and efficient manner.


· The Customer has the option of suspending the Card at any time from the Bloom application. It is immediately taken into account.


· In the event of a valid objection, Bloom will take appropriate measures to block access to the relevant account or payment card in order to prevent fraudulent use.


Reimbursement :


· The refund is possible at any time by request addressed to Bloom's customer service. The Customer may submit a refund request for fraudulent transactions made on their account after reporting the loss, theft, or fraudulent use of their card.


· Refund requests must be submitted within the timeframes specified by Bloom, typically within Forty-eight (48) hours of the discovery of the incident.


· The Customer must provide Bloom with all necessary information and evidence to support its refund request, including but not limited to details of the fraudulent transaction, account statements, and any other relevant documentation requested by Bloom.


· Bloom undertakes to promptly and diligently review all refund requests and notify the Client of its decision within the specified time frames.


· In the event of approval of the refund, Bloom will credit the Customer's account with the refunded amount as soon as possible, with a maximum refund period of thirty (30) business days following the approval decision.


Exceptions :


· Bloom reserves the right to refuse a request for reimbursement if it considers that the request is fraudulent, abusive or contrary to the terms and conditions of the contract.


· Customers acknowledge that Bloom also reserves the right to suspend or terminate their account in the event of abusive or fraudulent use of the service.


15. Claims


Filing the Claim. If you believe you have been wronged, you can make a complaint to us. To do so, please send us a request in writing, including all relevant supporting documents, to the following address [insert complaint address].


Processing the Complaint. Upon receipt of your complaint, we will send you an acknowledgement of receipt as soon as possible. We undertake to examine your complaint carefully and to provide you with a response within a maximum period of thirty (30) days.


Communication of the Response. We will send you our response in writing, preferably electronically or by registered mail with acknowledgement of receipt. This response will include a detailed explanation of the steps taken to resolve the issue raised in your claim.


Additional Remedies. If you are not satisfied with our response or if no agreement could be reached, you always have the option of referring the matter to the relevant regulatory authority to resolve the dispute.


16. Modification of the Agreement


· Any modification of this Agreement shall be notified to the Client at least thirty (30) days before its effective date. This notification will be made through the Bloom app, by email or by any other appropriate means of communication.


· If the Client does not notify its disagreement with the proposed changes before the effective date, these modifications will be deemed to have been tacitly accepted by the Client.


· In the event of rejection of the proposed changes, the Client has the right to terminate the contract between it and its service provider free of charge. Such termination must be notified before the date of entry into force of the amendments.


17. Account Closure


· In addition to the possibility of terminating the contract in the event of a change, the Client has the right to terminate the contract at any time. This termination will not entail any costs for the Customer.


· Termination of the contract can be carried out by contacting Bloom's customer service or by using the features provided for this purpose in the application.


18. Applicable Law & Dispute Resolution


The Contract is governed by Ivorian law.


Any dispute relating to the Contract, in particular its validity, interpretation and performance, shall be settled amicably between the parties, no later than one (01) month after the notification of objections made by the complaining party.


In the absence of an amicable settlement at the end of this period, the dispute will be decided by the Commercial Court of Abidjan.


19. Availability of the Service


  1. Availability of the Service :


(a) Bloom agrees to provide a service that is available 24 hours a day, 7 days a week, subject to the terms set out in this Agreement.


(b) Customers acknowledge that Bloom cannot guarantee continuous and uninterrupted availability of the service due to various technical and operational factors.


(c) Despite our efforts to maintain constant availability, the Service may be temporarily unavailable in order to perform refreshing, updating, backup or maintenance operations, or due to communications network failures or other events beyond our control.


  1. Limitations of Liability :


(a) Bloom shall not be liable for any temporary unavailability or malfunction of the Service, except in cases of willful misconduct or gross negligence on the part of Bloom.


(b) In no event shall Bloom be liable for any direct, indirect, incidental, special or consequential damages arising out of the unavailability of the service, including but not limited to loss of profits, revenue, data or goodwill, even if Bloom has been advised of the possibility of such damages.


  1. Notification of Unavailability :


(a) Bloom undertakes to inform Customers to the extent possible of any period of planned downtime of the service for maintenance or update operations, unless unforeseen circumstances make such notification impossible.


(b) In the event of unplanned unavailability of the service, Bloom undertakes to take all reasonable measures to restore the service as soon as possible and to inform the Customers as soon as possible of the situation and the measures taken to resolve the problem.


20. Cas de Force Majeure


In the event of the occurrence of a force majeure event affecting the use of the Bloom application, Firstcom Global Payments SA shall be exonerated from any liability for any delay or failure in the performance of its obligations under this Agreement. Force majeure events include, but are not limited to, natural disasters, armed conflicts, acts of terrorism, strikes, major technical failures, and decisions of government authorities impacting the provision of the Bloom App services. In such circumstances, Firstcom Global Payments SA will immediately inform users of the Bloom App of the impact of the force majeure event on the services provided and will take all reasonable steps to limit interruptions and mitigate the consequences for users.


21. Contract Term & Termination


  1. Duration of the Contract :


(a) The term of this Agreement shall be equivalent to the term of the Cards issued under this Agreement, unless terminated earlier in accordance with the terms set out below.


  1. Termination by the Client :


(a) Customer may terminate this Agreement at any time by providing one (1) month's prior written notice to Bloom.


(b) No termination fee will be charged to the Customer in the event of termination of the contract.


  1. Termination by the Partner Bank or Bloom :


(a) The Partner Bank and Bloom reserve the right to terminate this Agreement, including the associated Virtual Cards, at any time and without notice, if they become aware of fraudulent activity in connection with the Customer's use of the Card.


(b) In the event of termination of the contract by the Partner Bank or Bloom due to fraud, the Client will be immediately informed of the termination and the action taken.


  1. Consequences of Termination :


(a) In the event of termination of the Agreement, the Customer is obliged to cease all use of the Cards and to return all physical and virtual Cards in its possession to Bloom within the time specified by Bloom.


(b) Termination of the Agreement shall not affect the rights and obligations accrued by the parties up to the date of termination, including but not limited to the Customer's payment obligations for services rendered up to the date of termination.


  1. Termination Communications :


(a) Any notice of termination of the Agreement shall be given in writing to the other party in accordance with the terms of communication specified in this Agreement.


22. Contacts & Support


In case of need for assistance, questions or complaints, the Customer may contact Bloom using one of the communication channels mentioned below. The Bloom team will be happy to help and respond to user inquiries as soon as possible.


· Live chat via the Bloom app : For immediate assistance, use the live chat feature built into the Bloom app. Our team is available to help you in real time.


· Email : You can send us an email at support@bloomcard.app. We aim to respond to all inquiries within 24 business hours.


· Online Help Center : Check out our FAQs to find answers to frequently asked questions. This resource is available 24/7.


· Social networks:


For updates, announcements, or to ask your questions, you can follow us and contact us on the main social networks.


23. Acceptance & Consent


Acceptance of the contract. By using the Bloom platform, the Client acknowledges that he/she has read, understood and accepted the Terms and Conditions of this contract.


Contractual Commitment: By accepting the terms and conditions of this Agreement, you contractually agree to comply with all the provisions and obligations stipulated herein. Failure to do so may result in termination of your access to the App and cancellation of your rights to use.


Last updated: March 25, 2025

Updated on: 18/04/2025

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